Guest Experience Agent – 24/7 Service Center

InterContinental Hotels Group; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

InterContinental Hotels Group in Manila is seeking a Guest Services/Call Center Associate to support 24/7 operations from our Instant Service Center. You will handle guest requests, provide hotel information, manage calls, and escalate issues to on-site teams to ensure satisfaction.

Ideal candidates have a Hotel Management background, 1+ year in customer service, and strong English communication. Flexible shifts, familiarity with Opera/reservation systems, and attention to detail are required.

Qualifications

• Bachelor's degree in Hotel Management or equivalent.
• At least 1 year of customer service experience in hospitality.
• Clear verbal and written English communication.
• Experience with Opera or reservation systems is a plus.
• Willingness to work varied shifts including weekends/holidays.
• Strong attention to detail and multitasking.

Responsibilities

• Answer phone calls quickly and route to required destination.
• Handle guest requests and inquiries via calls, email, and systems.
• Provide information on hotel facilities, directions, and safety procedures.
• Notify management of malfunctioning equipment and log issues.
• Respond professionally to callers reflecting the hotel brand.
• Dispatch services per established procedures and follow up for guest satisfaction.
• Communicate outstanding requests to management for follow-up.
• Assist with communications during emergencies or crises.
• Promote teamwork with the Instant Service Center and other departments.
• Perform other duties as assigned.

Skills

Customer service

English communication

Multitasking

Crisis management

Team collaboration

Adaptability

Education

Bachelor's degree

Tools

Opera PMS

Reservation systems

MS Office

Job description

InterContinental Hotels Group in Manila is seeking a Guest Services/Call Center Associate to support 24/7 operations from our Instant Service Center. You will handle guest requests, provide hotel information, manage calls, and escalate issues to on-site teams to ensure satisfaction.

Ideal candidates have a Hotel Management background, 1+ year in customer service, and strong English communication. Flexible shifts, familiarity with Opera/reservation systems, and attention to detail are required.